Freshdesk

Guidelines to add and index your private Freshdesk Knowledge Sources

Prerequisite:

• Integrating with Freshdesk -

  • To index your Knowledge Source, you must integrate your Freshdesk account with ClearFeed. Detailed steps for this integration can be found here: Integrate Freshdesk with ClearFeed

  • Note: You cannot index your Knowledge Source if you are on Freshdesk's Free plan. This is because making API calls to Freshdesk is unsupported in this plan.

Indexing a Freshdesk Knowledge Source

With the integration complete, you can now index your Knowledge Source:

Indexing a Freshdesk Knowledge Source

Step 1: Add your first Knowledge Source

• Navigate to the KBs section from the navigation bar, and hover over the "Add Knowledge Source" dropdown at the top right corner to select Freshdesk.

• A side drawer will appear, prompting you to provide specific details:

  • Name: Designate a title for this Knowledge Source, which will be displayed on ClearFeed.

  • Tags: These are identifiers linked with every Knowledge Source, aiding in categorization and structuring. Customize tags based on your needs. Note: Freshdesk will be a default tag.

  • Auto Reindex Regularly: When enabled, the particular knowledge source will reindex once every 24 hours.

• After saving your addition, the Knowledge Source will either start indexing immediately (reflected by an Indexing status) or will be picked soon (reflected with an Initiated status). Get more details on Managing Knowledge Sources here.

• Reindexing Freshdesk Docs - To reindex Freshdesk documents, manually reindex the knowledge source by clicking the "Reindex" button next to it.

  

  Reindexing Freshdesk Docs

Step 2: Test your Knowledge Source

Once the status of the knowledge source has been indexed, test the GPT-powered responses generated from it. Refer to the document below for more information.

Managing & Testing

Step 3: Enable 'Answers' in the Collection Settings

Navigate to the collection settings where you want to enable GPT-Powered Answers and enable 'Answers'. Refer to the document below for more information.

Virtual Agent & Agent Assistant